Complaints
This profile includes complaints for The Procter & Gamble Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 392 total complaints in the last 3 years.
- 134 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello please I need your help I trying to submit my rebate for p&g good as gold rebate when you buy $50 you receive $15 visa gift card shop by 09/08/2024 and submit by 09/22/2024 I do my purchases of $50+ or more but when I try to submit the offer site says “offer ended” I enclose my two receipts and I should earn two $15 visa gift cards thank you
Business Response
Date: 09/12/2024
Thanks for reaching out to the Better Business Bureau (BBB) and P&G. We’re sorry to hear about your experience with our rebate, and we’d be happy to assist.
Since we value you, please keep an eye out for an email from us directly regarding your rebate.
We appreciate the opportunity to address your concerns.Initial Complaint
Date:09/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a box of Cascade dishwasher detergent (UPC: ***************) on April 26, 2024 from ******. Unfortunately, despite the advertised effectiveness of the product, it performed no better than cheaper options as some food residues remained on my dishes and other items. Cascade had advertised an Official Money Back Guarantee, including a mail-in rebate form. I sent in my completed form on May 19, 2024 (see photo) with my original receipt to the address: Cascade **** ***** ****** *********** ********** *** ******. Despite waiting the suggested 6-8 weeks (approx. 2 months), it is now 4 months and I have not received any money back.Business Response
Date: 09/05/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Cascade. We’re sorry to hear about your experience with this Cascade dishwashing detergent, and the Money Back Guarantee, and we’d be happy to assist.
Our products go through many quality checks to ensure they arrive and stay in the best possible condition. Thank you for taking the time to let us know about this.
Our dishwasher detergents are formulated to provide the best cleaning possible. However, we do know hard water and other factors may sometimes have an effect on cleaning performance. Dishes which are still dirty could be caused by any of the following reasons:
The water pressure may be too low. Run the dishwasher when no other household demands for water are running (showers, laundry, etc)
The dishwasher sprayer arms may be blocked. Make sure they can spin freely.
The cycle may not be long enough. Try a longer/heavy cycle.
Rinse aid may have gotten into the wash cycle. Make sure to wipe up any spills.
The dishwasher may be overloaded. Make sure items aren't too close together or stacked too tightly.
Since we value you, please keep an eye out for an email from us directly regarding your refund.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 09/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I received an email from Austin of the P&G team a minute after this BBB message. It promises to send me the money back guarantee of $24.00 within 10 days.
I will click on Accept Business Response and satisfaction. However, should the promised gift card not arrive, I will alert the BBB accordingly.
Regards,
********* *****
Customer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
Regards,
********* *****Unfortunately, the company has not faithfully honored their promised resolution, causing me to have erroneously “accepted” their proposed resolution, which, in turn, caused your BBB to have prematurely closed the case.
I wish to request that you immediately re-open it, and assist me in asking the company to resolve the matter without further delays and dishonesty.
Business Response
Date: 10/02/2024
Thank you for reaching out and we're sorry the debit card has not arrived as of yet. The refund was requested on 9/5/24 and we would have expected it to arrive by 9/19/24. We did call the bank to confirm when the card was actually mailed, and they advised it was put in the mail 9/15/24. We confirmed the mailing address we provided the bank, is the same one you provided to the Better Business Bureau. We are at a loss as to why it has not reached you as of yet. If you would like, you can confirm this information by calling ###-###-####. This line includes an option with English/French language options, once you select the language, please select the first option to check the status of a card not received. You can request that they reissue a new card, or we are happy to ask them to issue a new card. If you would like to allow more time for the mailing, that is an option and if it hasn't been received in the coming days, the request to reissue can be made.
Please let us know if you would like the card reissued.
Customer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.Please ask them to immediately re-issue and send the gift card by express courier.
I was tricked by the company last time by their dishonesty and would rather REJECT the response to ensure that the case remain OPEN than to accept, resulting in the case being closed prematurely like last time when they said 7-10 business days, and after waiting over 20 business days (double) I then contacted them and the BBB once again.
Regards,
********* *****
Business Response
Date: 10/04/2024
Thank you for reaching back out and we’re sorry to hear that
you didn’t receive the debit card that was issued. We did reach out to the bank
that issues debit cards on our behalf and they confirmed the card was shipped
via Canadian Post to the address provided to both us and the BBB on 9/15/24. We
would have expected it to reach by this time as we’re unaware of any current
delays with the postal system.
Please let us know if you would like to wait several more
business days to see if the mailing arrives, this will allow you to speak with your
mail carrier and/or postmaster, or if you would like for us to have the bank
issue a new card. If a new card is issued and the original card arrives in the meantime,
the original card will not have any funds on it. You're also welcome to call
the bank directly at ###-###-#### and confirm
the information and request a replacement be sent. If you call, once you select
the language of either English or French, you should select the first option to
check the status of a card not received.Kind regards.
Customer Answer
Date: 10/09/2024
I want to update that as of October 8, 2024...another week has gone by and P&G's promised gift card still has not arrived.
I attempted to add this update into the BBB communications system but there did not seem to be an option to start an additional message.
Thanks,
*****Business Response
Date: 10/17/2024
Thank you for writing back and we're sorry to hear the debit card didn't arrive as expected. If the card has still not reached you, it sounds as if it may be lost in the mail. Please let us know if you would like for us to have the bank issue a new card. If a new card is issued and the original card arrives in the meantime, the original card will not have any funds on it.
You're also welcome to call the bank directly at ###-###-#### and confirm the information and request a replacement be sent. If you call, once you select the language of either English or French, you should select the first option to check the status of a card not received.
We look forward to your reply.
Customer Answer
Date: 10/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.1. the first time, the business tricked me (and, by extension, the BBB) into accepting its efforts and after waiting a month, there was no gift card sent. In fact, the gift card still had not arrived.2. On subsequent re-opening of the BBB case, I stated reasons for choosing “Reject” just to keep the case open and maintain the BBB’s pressure on the company to address the issues faithfully. I had stated that I wanted the company to re-send (or actually send!) the gift card as I don’t believe it sent it at all. I also asked the company to send a gift card by courier. None of these suggestions were taken seriously.3. Instead, it has been a repeat of the matters. I am still waiting for the gift card, and the company has now even dared to do absolutely nothing since it is aware that the BBB will simply close the case at some point despite the company’s blatant dishonesty and complete disregard to both myself and the BBB.As a senior citizen, I am completely appalled that this company has chosen to treat me with such dishonesty and disrespect.
Regards,
********* *****
Customer Answer
Date: 10/21/2024
Following my response to the BBB online system on October 17, 2024, the prepaid ********** had arrived this weekend (likely Friday, October 18, 2024 in the afternoon).
However, a new problem is whether P&G has deactivated the card and since issued a new one or whether this is already the new one? Its prepaid card number is: **** #### #### **** with $24.00 and valid until 03/25.
Can you please assist me in uploading this new development?
I will not attempt to use it until this is verified to avoid any hassles or misunderstandings.
Thanks,
*****Business Response
Date: 10/23/2024
Thanks for letting us know the debit card arrived and again, we're sorry for the delay. We did not request a new card be reissued, so there should be no problem using the one that arrived. If you would like, you should be able to check the balance on the debit card by calling the automated number.
Thank you again for your patience and kind regards.
Customer Answer
Date: 11/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
********* *****I was able to use the prepaid ********** tonight.
The matter is now resolved.
Cathy
Initial Complaint
Date:09/04/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is in regards to your Downy pop up event in ******** ******** ** *** on Sept 4, around 12:30-1:15 PM when I was present at the site. I got there 30 mins before the event started and the security nor your staff prompted me or my friends on where the line was, even though they saw us standing there waiting. There were no apologies given by that when we were directed. Attached are pictures of the event and slightly where the incident occurred. So after another 30-40 mins of waiting on the line, we did receive a towel and some samples but then they had the line long for other things WITHIN the event like customizating the towel, hot tea and a tennis game that wasn’t explained very well because the brand ambassador they had in charge of that does not speak good English. Since I was upset that the lines within the event were long (and b/c they did not prompt the people that already did all that was done at the event to leave. Some people left with more than one towel or many samples. So I went to the tennis game booth. The rules of the game were not explained very well and I would have brought up this issue quietly to their supervisor (as I asked for one but 2 of your other brand ambassadors (one handing out the full size soap & the one supposedly monitoring the line - the one wearing the overalls - may not have her in the picture) deemed me as a “*****” or a problem. I was upset & mentioned how long they had me wait on the original line to get into the event & asked for the full-sized bottle at that point b/c I was refused a manager. The girl w/the overalls told me she would give me the bottle but that I had to leave the event. Security was never involved or escorted me out. No manager ever told me to leave either, which is not right. I wasn’t given the chance to enjoy the rest of the event, had to leave & text my friends what happened & the ambassador told her supervisor to “watch out for me” as I left w/no problem. I want a real apology for this.Business Response
Date: 09/11/2024
Thanks for reaching out to the Better Business Bureau and Downy.
We're sorry to hear about this experience regarding the Downy Pop Up event. We have shared this information with our Marketing Team, and appreciate you reaching out to us regarding this.
We appreciate the opportunity to address your concerns.
Business Response
Date: 09/24/2024
Thank you for reaching out to our team. We would like to extend our sincerest apologies for the negative experience you had at the Downy NYC Pop-up event. Your feedback is of utmost importance to us, and we have shared it back with our activation team.
We appreciate you taking the time to visit the event and want to express our gratitude for your support. To that end, please keep an eye out for an email from us directly regarding this.Customer Answer
Date: 09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, received your email and find that this resolution is satisfactory to me.
Regards,
******* *****Initial Complaint
Date:09/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought gain family size order defense started to wash clothes noticed it is as real watery hardly any smell and the clothes I wore broke me out in hives did not want to leave a bad review since I'm a lifetime user of gai and love there products never had any problems the cashier would not let me return the time tens since I did not keep my receipt all I asked is if they could just return it or let me maybe get another oneBusiness Response
Date: 09/05/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Gain. We’re sorry to hear about your experience with this Gain detergent, and we’d be happy to assist.
This isn’t the experience we want anyone to have and we appreciate your taking the time to let us know about it. You can be assured I will be sharing this with our P&G Safety Team and with the rest of our Gain Team. Please know, safety is our top priority and all our products are thoroughly evaluated to be safe when used as directed. We recommend discontinuing use of the product. We may re-contact you to request further information. Also, please keep the product in the event we may need to retrieve it.
Since we value you, please keep an eye out for an email from us directly regarding your refund.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
****** *******This matter has been resolved thank you for all your help
Initial Complaint
Date:08/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
8/2 5:35pm CT I logged onto ********************** to enter a rebate fulfillment for the Made to Save rebate.
The details of the rebate are "Made to Save Rebate: April 1, 2024 - June 30, 2024 Offer valid for purchases made 4/1/24-6/30/24 Get $15 when you spend $50 or get $5 when you spend $20 on Participating Brands (see terms in documents).
This is a limit of 2 rebates per household. I have enough product value to submit for 2 $15 rebates. When going onto the website the form stated "offer not available". I read the terms and conditions which stated the deadline for submission is 8/2 at 11:59pm ET.
8/2 at 5:37pm CT I emailed *************************** which is the email address listed on the site for rebate support informing them that the rebate form on their website was down and that I was trying to enter my rebate. When I called the rebate support phone number ************ on 8/2 in the evening it said the office had already closed at 5pm CT.
8/5, the next business day I called the rebate support phone number ************ listed on their website. I was told by the representative that the form closed 8/1 11:59pm ET. I advised I would email the terms and conditions as this is incorrect, page 2 states it closes 8/2 at 11:59pm ET.
8/19, I called back as no one reached out to me and spoke to K*** who confirmed the deadline is 8/2 at 11:59pm ET. I requested a manager contact me as I haven’t heard a response.
8/30 I called back as no manager reached out to me and was told the form closed 8/1 at 11:59pm ET. I advised I had emailed the terms to them, made them aware the form closed early, and I was within the deadline to enter my rebate. I was told that they could not help me and would not fulfill my request and to contact the chat support on **********************.
8/30 around 1:30pm I send a request for help to the chat support on the website and was able to reach an agent. I was told to contact the rebate support # again as they couldn’t assist me.Business Response
Date: 09/04/2024
Thanks for reaching out to the Better Business Bureau (BBB), P&G. We’re sorry to hear about your experience with this rebate, and we’d be happy to assist.
We’re sorry that the rebate closed before you were able to submit for it. The rebate shows it needs to be submitted online by 11:59 p.m. Eastern 11:59 Time on August 2, 2024. Since we value you, please keep an eye out for an email from us directly regarding your rebates.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
******* *********Initial Complaint
Date:08/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Well companies like *******, ******, ******* ********, ****** and many others that sell toilet paper and paper towels. They have 40 different types of toilet paper and paper towels! I purchased paper towels recently seemingly the same brand I purchased before but it wasn't it was the same brand but different texture of paper towel. This has also happened when I purchased ******* toilet paper. I bought soft and and quilted but they have 30 different types I have yet to have the same brand of toilet paper that I did previous purchases. Sometimes I order through grocery pick up and the clerk can't tell the difference either. I know if I am having an issue with the multiple styles of toilet paper and paper towels than so are other ppl especially older people. They are doing this to do exactly that confuse us the consumer into paying the same amount for a crappier brand they offer. They should be only making a couple of brands of these items to not confuse there customers. I really hope you look into this. Just go one time to your local Walmart and go to the toilet paper isle/paper towel and you'll see how confusing it can be especially if you have multiple consumers in the isle. Not fair for us at all. Please look into this.Business Response
Date: 09/04/2024
Thanks for reaching out
to the Better Business Bureau (BBB), and
we’re sorry for any confusion. Of the brands you mentioned, ****** and *******
are made by our company. We do offer a
variety of our products to try to meet the needs of all different consumers. We
will share your comments with the appropriate people of our team. If you
would like specific information on the different versions of the products, please
visit our websites or contact us directly at the number on the packaging and we’ll
be happy to assist. Also, a tip that we find works well, if you find a
particular version of a product you like, be sure to take a photo of the
packaging so the next time you’re shopping you can look for your favorite.
We appreciate the
opportunity to address your concerns.Initial Complaint
Date:08/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently purchased 10 family boxes of Puffs Plus lotion. As I removed the plastic outer layer and placed the tissue boxes in my closet, I noticed the boxes were delaminating on the side. Nearly all of the boxes are now open on the side--just sitting in my closet. I have not even torn off the top corrugate and the boxes/containers themselves have disintegrated. There is NO contact information ANYWHERE on the boxes or packages for how to contact someone at pg.com if there is an issue or concern. I was disheartened to go to their website only to find NO contact information for customers cited there, either. While I will pursue a refund for the items purchased separately, my primary concern is this vendor does not care about quality products as cited by the lack of contact details on their products --also missing from their website. I will NOT be buying PG products going forward based on their lack of customer care. Can you please engage them to begin referencing a place for customers to call with concerns on the products they are selling? The lack of customer care is alarming!Business Response
Date: 09/04/2024
Thank you for reaching out to the Better Business Bureau regarding Puffs. We're sorry to hear of your experience and would like to get a full understanding of this so we can assist. It would be helpful if you could reply with photos of the boxes so we can better understand the issue. It would be helpful if you provided the production code from one of the boxes, you'll find this "embossed/carved into the paper one one of the side panels. Finally, I'll also report the phone number is difficult to see on the boxes, it should be on the very bottom of the box, in very small print.
We look forward to hearing back from you and if possible, please include an email so we can communicate directly with you.
Initial Complaint
Date:08/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I requested a refund for 3D Whitestrips Professional Effects due to excessive sensitivity and pain and was denied a refund because I misplaced the receipt and was unable to produce it. I offered to email the attached pictures as proof of purchase and it was denied. P & G should be pleased I did not complain to the FDA and other agencies. This company is irresponsible and does not appreciate their customers. They look for an excuse to not back up their product. I am due a refund of $40 because the attached pictures are proof of purchase and qualify for a refund.Business Response
Date: 09/03/2024
Thanks for reaching out to the Better Business Bureau (BBB) and Crest. We’re sorry to hear about your experience and disappointment with our policies.
Please know, in reviewing our records, we see you contacted us about the same issue back in 2021. At that time, you were unhappy that the Money Back Guarantee(MBG) required the receipt and UPC etc be returned and were not willing to do that, as a gesture of goodwill, we made an exception and provided a refund. Since you experienced an adverse event, we would generally not expect a consumer to try the product again after an experience such as that. In addition, our Money Back Guarantee is once per household, per lifetime. In addition, when you reported an issue with an Oral-B toothbrush no longer working as expected, you were disappointed when we asked for the brush back, per normal process and had discarded it. Again, as a gesture of goodwill, our team assisted you.
Going forward, it is important to be aligned to any return policies, money back guarantees, etc prior to purchasing any product as it is unlikely we would make additional exceptions in the future.
To that end, keep an eye out for an email from us directly regarding your refund.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below:
Austin:
Reviewing your records to criticize
me places you in the role of a bean-counter. It reveals you’re limited to no
knowledge of business. Which is why you are not qualified to correspond to
customers in the first place? If you knew the fundamentals of product development
you would analyze the reasons for the returns which brings you to the
conclusion this is the symptom of the problem. That is quality control and testing
which was improperly implemented and the reason the three returns being
defective. Your lack of understanding will not lead to a positive outcome where
these products in question can be improved. More specifically, the Oral B Toothbrush was returned because it was not durable and had a short life. Criticizing
me for returning this overpriced junk is unfair. The fact that I gave P & G
a second opportunity to sell me the Crest 3D Whitesrtrips was made with the
assumption that you made an improvement. Again, you reveal your short sightedness
by stating, “we would generally not
expect a consumer to try the product again after an experience such
as that.” Your assumption is
without logic or merit.
If you think this poorly thought
out response referred to as a “gesture
of goodwill” is goodwill you are wrong. Actually it
is an insult. I suggest you think before
you write. In conclusion, there is no appreciation for all the P & G
products I buy and do not return. Furthermore, I returned the above mentioned
items in good faith as I already pointed out the quality was not there. To
suggest otherwise is unfair and unreasonable. Before you put your foot in your
mouth prior to writing you next correspondence take a course in customer
relations you don’t know anything about that as well.
IN CLOSING I WILL END WITH THIS COMMENT: CUSTOMERS DO NOT RETURN
QUALITY MERCHANDISE. WHAT CUSTOMERS RETURN ARE RESPONSES TO ARROGANT TEAM MEMBERS
THAT KNOW NOTHING ABOUT BUSINESS. BE AWARE I AM SENDING A COPY OF THIS RESPONSE
TO YOUR CEO AND BOARD OF DIRECTORS TO ADVISE THEM THEY SHOULD BE SELECTIVE AS
TO WHO THEY HIRE TO REPERSENT P & G. YOU HAD AN OPPORTUNITY TO MAKE THIS
RIGHT AND YOU FAILED ME AS A CUSTOMER.******* *********
Business Response
Date: 09/10/2024
Thank you for responding. As mentioned in our previous reply, we sent an email separately to you, advising of the onetime exception we would make. We hope you received that email on 9/3 that provided more details, if it is not in your email, check you junk or spam email, please let us know and we'll send it again.
Kind regards.
Customer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
I have not received the $40
debit card within P & G’s refund guideline of ten days as you stated in the
September 3, email you sent me. Since P & G failed to do so I request the debit card is sent to me by overnight courier. In addition, there has been
no response to the email I responded to below:
“Austin:
Reviewing your records to criticize me places
you in the role of a bean-counter. It reveals you’re limited to no knowledge of
business. Which is why you are not qualified to correspond to customers in the first
place? If you knew the fundamentals of product development you would analyze
the reasons for the returns which bring you to the conclusion this is the
symptom of the problem. That is quality control and testing which was
improperly implemented and the reason the three returns being defective. Your
lack of understanding will not lead to a positive outcome where these products
in question can be improved. More specifically, the Oral B Toothbrush was
returned because it was not durable and had a short life. Criticizing me for
returning this overpriced junk is unfair. The fact that I gave P & G a
second opportunity to sell me the Crest 3D Whitesrtrips was made with the
assumption that you made an improvement. Again, you reveal your short
sightedness by stating, “we would generally not expect a
consumer to try the product again after an experience such as that.”
Your assumption is without logic or merit.
If you think this poorly thought out response
referred to as a “gesture of goodwill” is goodwill you are wrong. Actually
it is an insult. I suggest you think before you write. In conclusion,
there is no appreciation for all the P & G products such as Crest
Toothpaste I buy and do not return. Furthermore, I returned the above mentioned
items in good faith as I already pointed out the quality were not there. To
suggest otherwise is unfair and unreasonable. Before you put your foot in your
mouth prior to writing you next correspondence take a course in customer
relations you don’t know anything about that as well.
IN CLOSING I WILL END WITH THIS COMMENT:
CUSTOMERS DO NOT RETURN QUALITY MERCHANDISE. WHAT CUSTOMERS RETURN ARE
RESPONSES TO ARROGANT TEAM MEMBERS THAT KNOW NOTHING ABOUT BUSINESS. BE AWARE I
AM SENDING A COPY OF THIS RESPONSE TO YOUR CEO AND BOARD OF DIRECTORS TO ADVISE
THEM THEY SHOULD BE SELECTIVE AS TO WHO THEY HIRE TO REPERSENT P & G. YOU
HAD AN OPPORTUNITY TO MAKE THIS RIGHT AND YOU FAILED ME AS A CUSTOMER.”
NOTE: *** ***** IT WAS CLEARLY STATED ABOVE THAT I HAVE
RESPONDED TO AUSTIN’S SEPTEMBER 3, EMAIL.
READ
YOUR CORREESPONDENCE CAREFULY
IN THE FUTURE AS THIS DOES NOT LOOK FAVORABLE
TOWARDS YOU!
******* *********
Business Response
Date: 09/16/2024
Thanks for writing back and we're sorry for any confusion. The deliver time for mailings is business days, the 10th business day will be tomorrow, September 17th. You are welcome to call the bank to confirm that the card was issued and the mailing date, their number is ###-###-####.
Again, we were happy to make this exception for you and we appreciate your patience in waiting for the USPS to deliver the debit card.
Kind regards.
Customer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below:Although I appreciate your debit card response I still expect a response to the initial response.
******* *********
Business Response
Date: 09/25/2024
Thank you for replying, we're
unsure what additional response you're requesting. Below is our initial response to the BBB, which is the same message we sent directly to you on 9/3 at 4:50 EST, although we did add the information we were sending to the reply.Kind regards.
Thanks for reaching out to the Better Business Bureau (BBB) and
Crest. We’re sorry to hear about your experience and disappointment with
our policies.
Please know, in reviewing our records, we see you contacted us
about the same issue back in 2021. At that time, you were unhappy that the
Money Back Guarantee(MBG) required the receipt and UPC etc be returned and were
not willing to do that, as a gesture of goodwill, we made an exception and
provided a refund. Since you experienced an adverse event,
we would generally not expect a consumer to try the product
again after an experience such as that. In addition, our Money Back
Guarantee is once per household, per lifetime. In addition, when you
reported an issue with an Oral-B toothbrush no longer working as expected, you
were disappointed when we asked for the brush back, per normal process and had
discarded it. Again, as a gesture of goodwill, our team assisted you.
Going forward, it is important to be aligned to any return
policies, money back guarantees, etc prior to purchasing any product as it is
unlikely we would make additional exceptions in the future.
To that end, keep an eye out for an email from us directly
regarding your refund.
We appreciate the opportunity to address your concerns.Customer Answer
Date: 09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.
My response is clear if you do not understand it I am not surprised. That's why companies are not hiring recent graduates because they consider them unmotivated with poor communication skills. This is best that our Woke Universities can produce. Read it again and maybe it will sink in. If it does not tell your CEO to figure it out.
******* *********Business Response
Date: 09/26/2024
Customer has confirmed receipt of the debit card in a previous response. We hope this resolves his concerns.Customer Answer
Date: 09/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.IT’S TIME TO RESPOND TO EACH OF MY POINTS WHICH YOU REFUSE TO DO OR CANNOT COMPREHEND. ALL YOUR RESPONSES ARE INCOMPLETE. CEO
M******’S RETIREMENT PAPERS SHOULD BE PLACED ON HIS DESK TODAY. HE IS UNABLE TO
MANAGE YOU AND YOU’RE ASSOCIATES WHO FAIL TO PROTECT YOUR BRAND BY TAKING CONSTRUCTIVE
ACTION. YOU ARE UNQUALIFIED TO REPRESENT THIS COMPANY DUE TO YOUR FAILURE AND
ABILITY TO FORMULATE PRODUCT IMPROVEMENT. BLAMING YOUR CUSTOMERS FOR
RETURNING YOUR DEFECTIVE, POOR QUALITY PRODUCTS IN TFHE END WILL DECREASE THE
VALUE OF YOUR STOCK. GO SEE WHAT THE CEO OF AT&T DID TO THEIR STOCK, IT’S DOWN
50% FROM 2021. I WILL BE INFORMING THE BD. OF DIRECTORS THE NEED FOR NEW
LEADERSHIP. BE ADVISED THIS COMPANY NO LONGER HAS MY TRUST.
******* *********
Initial Complaint
Date:08/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Unresolved Refunds for Cancelled Orders and Lack of Communication
Dear Better Business Bureau,
I am filing a complaint against Crest Oral-B's ******* (****************) due to unresolved issues concerning our ******* account (Account Number: **********).
In June 2024, Crest Oral-B unexpectedly closed our account and cancelled multiple orders without any prior notice. These orders were returned to the sender, yet we have not received refunds for any of these transactions, nor have we received any communication from Crest Oral-B despite repeated attempts to contact them.
Cancelled Orders and Amounts:
Order Number: ********** - $5,518.41
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $2,759.20
Order Number: ********** - $3,941.80
Order Number: ********** - $3,941.80
Order Number: ********** - $3,941.80
Order Number: ********** - $3,941.80
The total amount due for refunds is $44,358.01.
We request immediate processing of these refunds and clear communication regarding our account status. The lack of response from Crest Oral-B has caused financial strain, and we seek the BBB’s assistance in resolving this matter swiftly.
Thank you for your attention to this issue.
Sincerely,
**** **** ** ****** ***** Crest Oral B *******Business Response
Date: 08/29/2024
Thank you for reaching out and we're sorry to hear of the issues you've had. We have forwarded your report to the Professional Dental Division as we do not have access to their records or policies, we expect them to reach out to you in the coming weeks.
Kind regards.
Initial Complaint
Date:08/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased an electric shaver and it doesn't do as advertised. I called the company and was told to call Braun and fill out paperwork and I would be notified in 48 hours to receive instructions and label to return.
It has been 13 days and I have heard nothing!!! I responded again to them and was told check my "Spam". There is nothing in there also.
I am totally disgusted and want an immediate resolution includig a full refund.
My confirmation number for this is #24941549
Apparently, Braun and Procter and Gamble as one as is Gillette for this product which is "Gillette Venus Rifle Paper Company - Braun Silk-epil 3Business Response
Date: 08/29/2024
Thank you for contacting the Better Business Bureau (BBB) and Braun.
We are very sorry to hear about your experience. After looking into this further, it appears that your submission was denied because, this product is considered a Venus product, not covered under Braun. We are sorry for any confusion this caused and appreciate the feedback. Because we value you as a consumer, please look for an email from our Braun team with details about how we can further assist.
We appreciate the opportunity to address your concerns.Business Response
Date: 09/03/2024
Thank you for writing back and we're sorry for any confusion. We've attached the email that was sent on 8/30, you'll see the date and information in the attachment.
Kind regards.
Customer Answer
Date: 09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
**** ***** ******
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